Choice Home Warranty
Reviews and Complaints

On April 21 2023 I put in a claim for my Air conditioner to be repaired. As of this date July 1st, 2023 I have not had my Air conditioner repaired. I am getting a runaround and the same promise. "You will hear from us in the next 24 to 48 hr. with repair information." "It will be either by email or phone call". I have had to call and check each week myself and all I get is the same run around.

Two going on three months is not what was promised to me when I signed up for this service nor when I put the repair request in. They have been unable to find a service that will come out to my house. It is unreasonable for me to keep paying for a service I AM NOT GETTING. I have asked several times for all my money to be returned to me because service was and is not being provided. they say well you can use the service on other items. If you can't get the first request, why would you think I would put in additional repairs? I don't have anything else that needs repairs. They have offered me to find someone to do the work and they will reimburse me. However, if they will not pay the company to come out and do the work. why should I pay for the repair and not get my money back or not all that it cost to repair or replace it? However, I see they are still charging me each month for the service. I have already paid for a service fee and they did not send the repair person but are also telling me if I get a repair person myself, I will have again to pay the service fee. If I was going to have to pay and, fine and get the job done myself, what am I paying the Choice home warranty company for? Not a satisfied customer if I do not get a resolution soon, I will be contacting The better businesses about this service.

The request is now going on soon 90 days with no service.

I have been a long-time customer of Choice. At the time I made my purchase I subscribed to a multi-year plan and was told all my appliances, etc my second refrigerator and standalone freezer were covered. I know had the misfortune of having my 2nd refrigerator go out. They sent someone to repair, but it took a week... I didn't get upset because it was the second. Then 3 weeks later my primary refrigerator went out...I called in the claim...Had to wait almost 7 days for a tech to come out. Called in on Sat had a tech out on Friday. The tech diagnosed the issue incorrectly told me to give it 24 hours and it should be cooling. After that 24 hour when it still was not cooling, I contacted Choice and they stated they would re-call the tech at no additional charge to me. I had to however get in touch with the technician and let him know the repair did not work. I contacted the tech and he said then I will put in that you need a new compressor instead of the freon issue i told you it was. The next thing I know I received an e-mail stating that my claim was denied because my policy didn't cover a second refrigerator. After I calmed down, I contacted the service center and they said I needed to file an appeal and someone would contact me... Here goes another week...From a customer perspective, if a second refrigerator is not covered, why was the claim accepted and had to pay someone 85 for a claim that should never have been allowed. I could have contacted another company to fix my refrigerator and get better service. When speaking to the case manger the conversation went south quickly, she did not understand my complaint and stance that I should at least be refunded the $85 fee. She showed me in the contract that second refrigerators/standalone freezers etc. were not covered unlike what I was told when I purchased. I have to take some responsibility because I did not go through the contract with a fine-tooth comb. But at minimum I felt I should have been refunded the service fee because the claim should have been denied upfront. But in true capitalistic form, I was told, that fee in non-refundable. I will never do business with choice again and would tell anyone to stay away from them as well. go with a warranty company with no affiliation and that has a better reputation.

5/7/23 - outside faucet began leaking, not a drip but a full blown leak.

5/8/23 - files a request for repair with Choice Home Warranty

5/9/23 - received an email from Choice Home Warranty that they could not find a technician in our area, that we could find our own plumber, so we accepted this option.

5/10/23 - received email from Choice Home Warranty how to process the claim

5/11/23 - repair was complete by local plumber that we had to find, (mind you we had a leak, not a drip now going on for 4 days) the ground was soaked not to mention all the water that was wasted we still have to pay for) this repair was paid w/cash at the time of service. I spoke to Charlie at CHW about this being done prior to approval by CHW and he assured me that it would not be an issue and that we would be reimbursed all but the $85.00 minus the service fee. AND WHY ... are they not reimbursing the $85.00 fee, cause we did all the upfront work too!

5/15/23 - Uploaded a copy of the receipt from plumber to CHW, where is clearly showed paid by cash.

5/15/23 - Received an email from CHW that our claim has been denied due to not having prior approval before completing the work. REALLY?!? we have a leak and have to find our own plumber!

5/15/23 - requested a claim review

5/23/23 - received an email from CHW that our claim had been approved for the 217.06, that we needed to upload the document, which they already had! 6/22/23 - Since I had not heard anything more from CHW I reached out through the website to follow up on the claim and uploaded the document again, nothing.

6/26/23 - Submitted another inquiry regarding the claim, nothing

6/28/23 - Finally called them... (spoke to a person who is very hard to understand with their broken English) only for her to tell me that the refund was finally approved on 6/22/23, after I again sent a copy of the same document that they already had and knew how much to refund from. And that now it will be 30 days from 6/22/23 for the check to be processed.

From this experience and from what I have been told from people who have CHW, this company does whatever they can to NOT pay a claim! At this point, I think this is not a service that I will continue to use. AFTER I get the refund, I will be canceling this service.

Our a/c stopped working around 10:00 pm on 6/1/23. The thermostat screen was blank and nothing was working. It looked like the batteries went dead so I replaced them and the screen on the thermostat appeared again but, still nothing was working.

Called Choice early in the morning of6/12/23 and later received an e-mail indicating a tech from ***** Heating and Air would arrive on 6/13/23 between 7:00 am and 11:00 am

The ***** tech arrived on time and we paid our $75 fee. He checked the system and found an issue with the control board not communicating with “the rest of the system”. When we asked if it could be replaced he said these parts were not stocked and it would be around 11 months to get a new one and he would pass this on to Choice. When we asked what we could do, he said since the existing system was 13 years old we should consider getting a whole new system.

Later in the morning (10:39 am) we received another e-mail from Choice stating the original appointment with the ***** tech had been canceled (after he was already here) and our claim was being dispatched to a new Choice tech. Never heard anything further from or about that new tech. Where is he..what happened to him? This appears to be some sort of ploy to avoid having to pay to resolve our claim. Later that afternoon (1:37 pm) we received another e-mail from Choice stating that the tech (***** or Choice ?) refused to order the part needed and the claim has been reassigned (Reassigned to who?) or we could hire our own tech and be reimbursed by Choice.

Still later that afternoon (2:14 pm) we receive yet another e-mail instructing us how to use the reimbursement process that we never agreed to use.

My wife and I are in our 80’s and the oppressive heat on these days and the events outlined above was more than my wife could take. We immediately contacted several a/c installers and we had a new system installed the following morning 6/14. That’s good customer service.

Based on the above erratic events, its apparent that there is a serious lack of understanding and confusion about how this process was handled or perhaps its an attempt to dissuade us from filing a claim and to avoid paying out a reimbursement. In spite of all the obstacles being placed in our way by Choice we will seek reimbursement for our claim. I spoke with Choice again on 6/26/23 about the reimbursement and they said it was denied because I did not follow the seven steps they require to get reimbursed. We could not follow he seven steps because of the confusion and road blocks put before us by Choice.

Choice home warranty owes my company over $6000 it’s been 3+ months seen we been trying to get our money.

This company is a scam they do not pay their vendors on time they also stopped the vendors from calling in and getting any information.

My company has done over 200+ work orders for choice home warranty.

For such a big company to prey on the vendors is not right not only do they not pay you but they also expect you to work for free!

On May 2, 2023 I called Choice warranty for repairs under my contract. They issued a repair request and for the next two weeks nobody showed up. They said I could hire someone in my area to do the repairs. I called every contractor who does A/C repair and the two who would even consider it called me back and said they had to do some work on the unit to determine the problem. Choice did not approve because they could not comprehend that if an A/C unit has lost the freon it had to be charged to find the cause. After two more weeks I contracted another person and am having to pay out of pocket for the test and repair with the parts being under warranty. I will be into the repair cost at $2300 because I trusted Choice to be honest and have integrity. What a joke.

I contacted Choice Warranty (Policy # [protected]) about a Water Softener that was not working. They sent out a technician from Plumbing Innovations located in Las Vegas, [protected]. The technician could not find out what was wrong with the Water Softener and said everything looks ok but her could not get it to cycle. I called Choice Warranty and let them know the Water was not repaired. The owner of Innovations called me and said they could not get parts and the unit needs to be replaced

10 to 12 calls later to Choice Warranty and my Water Softner is still broken

My family's small HVAC business completed 10 work orders with Choice Home Warranty, and out of the 10, only TWO got paid. I've been given the run around for months now trying to get paid, for over $6 grand worth of work, and now we are being told they deactivated us for "performance issues." We have never gotten a call back from the customers, in fact they were all very apologetic how choice has treated us. They are SCAMMERS. They also treat their customers horribly. It's like pulling teeth trying to get them to cover basic parts. RUN FROM THIS COMPANY, VENDORS AND CUSTOMERS.

Email info below, still no contact from repair person, other than he said to run it on time dry cycle and there's a concern of the heating element being burned out by continually using this cycle.

Begin forwarded message:

From: Nancy Ard

Date: June 1, 2023 at 4:27:27 PM CDT

To: CHW

Subject: Re: Message from Choice Home Warranty

What’s the status of the necessary repairs on our dryer. Claim #[protected]

Sent from my iPhone

On May 30, 2023, at 10:41 AM, CHW wrote:

Policy #: [protected]

Claim #: [protected]

LOCATION: 2 Summer Tree Ct, Wichita Falls, [protected]

Terry and Nancy Ard

CHW Posted a message on your claim:

Thank you for your email. We apologize for any inconvenience this may have caused. Our records indicate that this claim was reassigned due to the vendor from A&E Factory Service (Sears) does not serve your equipment. Your claim is currently being processed by our automated dispatch system. Once a technician accepts your work order, you will receive an email and automated voice message with their contact information. Please note that you will not be required to pay a new service fee. Thank you for being a valued customer of Choice Home Warranty.

You can respond to this message in your CHW Online Account Center at .

In the Account Center you can also:

• View Your Plan Details

• Download Your Contract

• Submit a Claim

• View the Status of Your Claim

• Message with CHW Representatives

• Edit Your Profile & Contacts

• Renew Your Warranty

• Update Billing Information

• Make Past Due Payments

• and MORE!

Our hot water heater is not working. We called, paid a guy $45, and he said the company would cover the replacement like they always do. Less than 24 hours after our discussion, we received a notice from the company that we need to read small print in the contract. While the Hot Water Tank is covered, the "vessel" inside the hot water heater is not. Therefore no coverage.

The guy calls back and says he doesn't understand the decision and offer to give us a new hot water heater installed for $1800.00

We are in our 70s and haven't had hot water for over a week now. We call CHW and they said file an appeal - we said we wanted to cancel our contract - they said no file an appeal first and if it fails then cancel and get $600 back.

This company sucks big time - DO NOT FALL for their sales pitch and message that they have 5-star reviews.

We decided to turn the matter over to the Texas Attorney General office.

Filed claim on dryer comes on but no heat. Technician arrived 4/10/03. He checked dryer and stated the heating element was burned out, He would order the part and return when it came in.

The following week he returned with the new element, installed it, turned on dryer no heat. He checked wiring on the Dryer and stated control module was out, and they would order the part and return.

On April 20th choice point called and stated they no longer made parts for that dryer but would allow a payment $ 367.00 towards a new dryer. I accepted that knowing that was fair for the age of the dryer, and I would receive a check in 30 days. (Here it is June2 and still have not received payment.

I ordered a new dryer and when it was delivered the Costco technician installed it and when checking it out it came on but no heat, checking further he checked the outside breaker box and stated the breaker was bad.

Choice home experienced technician did not check the outside breakers.

I purchased a breaker at Lowes for $16.00 installed it and the dryer worked properly. At this point my old dryer did not have to be scrapped if the technician was competent.

I called Choice Home and began and endless merry go round with the service department. They went from there techs. are experienced and would not make a mistake like that. From May 18th thru June 2nd/2023 Spending in excess of 12 hours in calls with their service department and the escalation department the only offer they made were two free service calls that cost $ 75.00 per call.

Still have not received my check I did verify 2 weeks earlier it was mailed.

I thought I did my due diligence in vetting this company. Hard lesson they should not be able to conduct business anywhere in the states.

I called Choice on May 15, 2023 concerning my air conditioner's failure to cool. In spite of numerous calls to them, no repair company has ever called me to set up an appointment for the repairs! I have congestive heart failure and MUST be in an air conditioned environment! I have called them at least six times and even talked with a supervisor, yet they still haven't fulfilled the conract!

I have appliances warranty with choice home for 2 years.

My Dishwasher suddenly stop working .I raised a ticket to fix it. technician came to home he charged me 75$ and he said he will be contact to choice home warranty regarding the parts.after couple of months I haven't heard from them and My dishwasher still not working. I called them they said we denied your claim. if they are not able to fix it then what is the meaning of buying a warranty.

Rude answer by call centre people

In following directions to file my complaint on line I did on May 24, 2023 because my hot water had gone out and water was on the floor. I check on my claim status within 3 hours and there was nothing going on with my claim. I attempted to call customer service and they were gone for the day. I woke up very early on May 25, 2023 to see if anything changed with my claim status and nothing. Around 11:30AM on the 25th I get an email notification stating they sorry about unable to assign my claim but still checking. Around 5:30 on same day, I get notification my claim has been assigned to a vendor, Johnson Controls. Johnson Controls emails me shortly thereafter stating they will visit on June 2, 2023 a whole week later in the meantime, I sit without hot water and the possibility of my tank busting and destroying my finished basement. I called on May 26th, to speak wo supervisor and was told they unavailable and will call me back. Its now 1;00 PM on the 26th and nothing from anyone. I can only say don't spend you money with this warranty company quite the waste.

Hello,

This is Vincent of VA Journeymen Plumbing Corp.
Up to this point I have completed 4 authorized jobs dating back to 5/19 and have not received payment for any of them.

SWO [protected] Invoice 1001022 Authorization [protected] Owed $275.00
SWO [protected] Invoice 1001025 Authorization [protected] Owed $360.00
SWO [protected] Invoice 1001020 Authorization [protected] Owed $422.50
SWO [protected] Invoice 1001015 Authorization [protected] Owed $314.00
Total of $1,531.50 owed by CHW for Authorized Claims

I also went to two calls in the beginning that already had technicians visit the site. CHW said they would pay the service fee. I have not been paid for those either.
SWO [protected] Invoice 1001019 Owed $75 for service fee
SWO [protected] Invoice 1001010B Owed $85 for service fee
I’ve been attempting since day 1 to get in contact with someone from accounting regarding this issue.
Whenever a dispatching representative calls me, I plead my case to no avail.
They tell me they can no longer transfer my call to accounting.

They give me this number to call: [protected] Then I press 5, then 3. It brings me to an automated voice message that tells me they will no longer be accepting live calls and to use the portal to message someone. The problem there is, the messaging is a bot and not a human. They are only prompted to respond to automated messages based on boxes you click. Seems they are purposely avoiding me and at this point I think I've totally been ripped off of time and money.

Choice Home Warranty – a company practicing in bad faith, very deceptive

When the saleswoman wanted to sell the warranty to us, everything she said was hunky dory: if an appliance breaks down, no problem, Choice will help promptly fix the appliances or provide a replacement of matching product if not fixable. As a result, we bought a 3-year policy with Choice Home Warranty last year.

We reported a problem of our built-in microwave on 1/23/2023. A technician came, took a look, charged us $65, and left. After that, over two months, nobody from Choice contacted us until 3/31 when I asked. Then we were shocked to know that they decide to give us a Lowes’ $191 debit card to settle the case. They don’t care whether the replacement will be equivalent to the old one in capacity, features or dimension; they will not responsible for the cost of shipping, tax, or expensive installation either. We provide all the documents and pictures to show that $191 is impossible to replace our original $929 microwave. We called/wrote to Choice numerous times, wasting 4 months’ time, but Choice refuses to listen.

This company is a big SCAM. In this case, they throw $191 (actually only $126 because I had to pay $65 upfront) for “replacing or covering” (with no installation) our $929 GE Profile built-in microwave. They claim their policy “Save Money, Peace of Mind, and Convenience”, but everything turns out the opposite. Choice = DECEPTION.

Since Nov of 2022 choice warranty has not paid their invoices, they do not reply to communications and Have removed their contact phone number and now going under Rely on home, We have multiple invoices $10,000 plus outstanding not paid
They claimed we would pay in May It's now May 21, 2023
There are other companies we have been in contact with going thru the same, run around check sent, ready to pay and the best is we have the right up to a year to pay this can kill off a lot of small business by bankrupting them and I believe that is their intent

Partsworxs
[protected]
Dave Proctor

In July or August of 2022, I purchased two Choice Home Warranty (hereinafter "Choice") home warranty contracts and a third contract in November 2022, for three individual single family homes, one being my personal home.

I have had nothing but stalling and refusal to cover for a year. The latest and most egregious was refusal to replace a dishwasher.

In April of 2023, the dishwasher in one of our properties stopped working. We filed a claim, and the service tech examined the dishwasher and determined that it could not be repaired and must be replaced. Choice refused to replace the dishwasher and instead offered the total sum of $240.00 as compensation to replace the dishwasher. The very least expensive dishwasher available was $465.00. Choice claimed that they had a source that would sell a dishwaser fot $240.00. My response was to ask Choice to send a dishwasher. I was then informed that Choice does not purchase items. I then asked for the name of their "source" to I could purchase the dishwasher myself. The Choice customer service supervisor then refused to provid ethe name of the source through which Choice could purchase a dishwasher for $240.00. I was given the choice to either accept the $240.00 or nothing .

I purchased the dishwasher myself for $465.00 and then paid another $150.00 to have it installed.

I am still waiting on the $240.00 from Choice Home Warranty.

EACH AND EVERY PERSON WHO HAS A SIMILAR COMPLAINT SHOULD TAKE THE TIME TO FILE A FORMAL COMPLAINT WITH THE OFFICE FO THE ATTORNEY GENERAL OF YOUR STATE.

Choice Home Warranty's contract makes individual legal action too complicated and expensive.

BUT, The Attorney General's office has the time, the financial resources and political motivation to punish companies such as Choice.

If there are enough complaints, your AG will file suit and hopefully Bankrupt this corrupt company.

Bare with me, but please take the time to read. THIS COMPANY DOES NOT CARE. There are obsticles and failed contractual obligations, you will not win. I just wish I researched more before buying into this scam.

FYI, I am still trying... I had a confirmed scheduled call with my "dedicated Case Manager" for a "15 Minute Claims Discussion" on Tuesday, May 23, 2023, 9:30 AM - 9:45 AM. SUPRRISE... They did not call me so I called at 9:33, a rep who confirmed my call @ 9:30 & told me she is on a customer & will call me back. I called back at 10:04, and again my "dedicated case manager" was not available & I the rep set me up for a call at 12:45. I asked to escalate, didn't get far except for rude tone from the rep. Think I will get a call at 12:45? Highly unlikely. But sure... I have my whole entire day to give to this complany afterall, I have spent so much time already...

Below is my experience and what I sent after getting denied...

TERMS OF SERVICE AGREEMENT CHOICE HOME WARRANTY A. COVERAGE During the coverage period, Our sole responsibility will be to arrange for a qualified Service Provider to repair or Replace at Our expense in accordance with the terms and conditions of this Agreement. 1.

“Service Provider” refers to a qualified service contractor within Our network that complete work under this Agreement.

CHW's terms of service agreement is the reason we purchased your home warranty coverage. 'Sole responsibility' is a powerful statement & you failed to arrange for a qualified service provider to repair or replace our unit. This is YOUR contractual obligation, to provide us with a pre-screened, licensed, and independently insured service provider.

The day we put in our claim you offered the option to utilize the reimbursment process. We had no interest in finding our own service provider and would trust in your obligation, expertise, & sole responsibility to find us the "most reliable technicians". Not until 6 SIX days later did we opt for the reimbursment process to service our water heater. We felt like it was our only option, CHW did not come through up to this point and set us up to fail with obstacles to make it almost impossible to have a positive experience and outcome with this company. It is very evident that there is a breakdown in the process when a customer chooses to accept the reimbursment process when you do not come through in a timely manner. You rely on the technician of our choosing to communicate with you - but they have no obligation to you. This is where you set the process up to fail. More on this later.

CHW is full of words but no action..."diligently working", "rest assured", "prioritizing your claim", "we are contacting the most reliable technicians", "widen our search"... NONE OF THESE WORDS PRODUCED ANYTHING BUT I HEARD THEM OFTEN. I also want to comment on the option for the reimbursment process both from auto generated emails and your reps is one of the most frustrating things to see / hear over and over again but gives the perception that it is really the only option to get the job done. We were counting CHW based on the written contract but I see you throwing your hands in the air saying, we failed you & can't fufill our contractual obligation pushing us to do the work in finding a service provider on our own. And you expecting more from them than they are willing to give. The poor customer is stuck in the middle with a unit that doesn't work and just needs it resolved.

Your "building quality business relationships with our contractors" appears to be nonexsistent. Your contractual statements are false in my eyes, "Protection and peace of mind you get from your Choice Home Warranty". "With a Choice Home Warranty, breakdowns and repairs on covered systems and appliances don’t have to be a hassle."

I had no protection or peace of mind. My entire experience was a hassle. There is no trust left. A waste of time and energy. You did not fulfill your obligation. You failed us.

Below is our experience.

4-27 Thu 9:01am, Reported online. "pilot light is on but it is not heating the water continuously."

4-27 Thu 9:16am, Email from CHW, "Thank you for choosing Choice Home Warranty to cover your most precious asset. We have received your claim and it is currently being dispatched to a CHW Technician. Once a CHW Technician is assigned you will receive another e-mail with Company Name, Contact Information, & Date they will be performing the service."

4-27 Thu 8:17pm, Email from CHW, "We are diligently working on assigning your claim to the best available technician in your area. As we continue to contact our in-network technicians, you now have the option to utilize our reimbursement process. Once we have assigned your claim, the reimbursement process will no longer be available. If you would like to choose a technician outside of our network, please click the link below and carefully follow the instructions. Upon selecting the reimbursement option, CHW will stop working on finding you an appointment."

Apr 29-May 2 I made multiple contacts over the next few days to ask about status of service provider. I was told on one call my claim has been escalated, I asked what that meant. He assured me my claim would get attention. On another call, the rep said she was going to "widen the range". I asked what that meant. She assured me my claim would get attention. Both reps gave me the option to utilize the reimbursement process and find my own technician. I told both I was not interested in finding my own, that is why we have Choice coverage.

May 2 Tue 10:10am, Email from me to CHW, "Please give me an update. I DO NOT want to find my own technician, I want you to fulfill your obligations & work on my claim. Please let me know where it stands."

May 2 Tue 10:27am, Email & posted message from CHW, "Thank you for your email. We apologize for the inconvenience. Please rest assured that we are contacting the most reliable technicians in your area to secure the soonest available appointment. Once your work order has been accepted, you will receive an automated voice message and email with the appointment time and contact information. Thank you for being a valued customer of Choice Home Warranty."

THIS IS WHEN EVERYTHING went from bad to worse...

May 2 Tue 3pm, At this point, we felt like we had no choice but to find our own service provider to fix the unit. Your words meant nothing. Email from CHW after I reluctantly accepted the reimbursement process, "Thank you for selecting the Claim Reimbursement Process offered by CHW. Please follow the instructions below to ensure proper claim reimbursement."

May 3 Wed 6:46am, if this isn't a slap in the face... A SURVEY asking about the Technician who came to our house! I WOULD have loved for a CHW SERVICE PROVIDER to have come to our home and resolve this matter. Survey below...

"We'd love your feedback!

Donna.

We are committed to providing our customers great service to ensure their experience is enjoyable and they continue to use Choice Home Warranty (CHW).

From 0 to 10, How likely are you to recommend the Technician who came to your house?"

Your candid feedback and time are appreciated greatly. Thank you for choosing Choice Home Warranty!

TEAM CHW

May 11-12, multiple online / email communications that didn't get us anywhere. At one point, I called to speak with a CHW rep to help understand what is going on and try to get approval for the tech to attempt to replace the heating element to see if that would fix the problem. I was in a difficult situation but was doing everything I could to try and follow the procedure. Trying to get information from your company and the technician was not easy. I couldn't understand where the breakdown was but trying very hard to get answers. It was a no win situation. We learned the new flame sensor / temperature resistant flame senor did not correct the problem. The sensor burning up caused the smart control board to go out sending a sensor failure code and not letting the water heater turn on. The technician advised us that a new unit would be more cost effective, vs. replacing every broken component. Based on the age of the unit and no promises that replacing all the components would even fix the unit. And, if it did it would be a short-term fix as most likely it would fail again.

May 12, Fri around 7:30? I called CHW to advise what was going on and aked if I needed to submit a new claim for a replacement OR add to the existing claim. I wanted to be tranparent and I wanted approval BEFORE a new hot water heater was installed the morning of May 12, I told the rep & escalated to a supervisor that we were doing this. BUT at this point, our hands went up in the air because we were just running in circles. Frustration set in. We started to understand how this was going to turn out. I still tried.

May 12, Fri 9:15am, CHW email "Thank you for your email. We apologize about the delay in response. Our records indicate you have been in contact with a representative. Thank you for being a valued customer of Choice Home Warranty.". My posted response on the customer portal... That call did not help. I had to ask to escalate multiple times to which she responded "my supervisor will tell you the same thing", eventually she did escalate, reluctantly (will she get in trouble for not handling the call herself with her limited helpfullness and overabundant apologies?). Evette did get on the phone with me and was able to check where I am in queue (after telling me you handle lots of customers and I have to wait for my time in queue). She also confirmed the claims team looked at it yesterday. YESTERDAY. At 8:57, she told me they were looking at it now and I should expect a response about my claim. I told her the tecnician is here now and agreed to wait for the approval. As of now, I haven't heard anything back. Please Please will you help this matter.

May 12, Fri 9:33am, CHW email approving the heating element. "Thank you for your email. We do apologize for the inconvenience. Our records indicate your claim has been authorized for the amount of $464.28.".

May 12, Fri 3:34pm, CHW email. DENIED!

The process is broken. I feel broken. I learned from the tech on the 13th, that the texts from CHW go to a call center and not directly to him because of security and privacy reasons. I HAD NO IDEA this was happening. So my running around from CHW to him and trying to answer your questions was all for nothing. I TRIED to follow your rules but you make it impossible. YOU need to address this. No one should have to go through what my family went though.

IF YOU MET THE TERMS OF THE SERVICE AGREEMENT, THIS ALL COULD HAVE BEEN AVOIDED. "OUR SOLE RESPONSIBILITY WILL BE TO ARRANGE FOR A QUALIFIED SERVICE PROVIDER TO REPAIR OR REPLACE...". I just wish you came through and provided us with a pre-screened, licensed, and independently insured service provider. Instead, you left it up to us and it didn't meet your standards. Is that fair?

TRY HARDER. AND HAVE COMPASSION. AND FIX THE BROKEN PARTS, specifically pertaining to your reimbursment process. It just sets up so many to fail. OR, better yet... just meet your sole responsibility of arranging for a qualified Service Provider to repair or Replace...